Winning with the Caller from Hell

By Shaun Belding

Subjects: Telephone, Business Communication, Telephone dans les affaires, Customer Relations, BUSINESS & ECONOMICS, Telephone etiquette, Nonfiction, Telephone in business, General, Savoir-vivre, Business

Description: Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.